Refund policy

Marbella Decor & Design Returns, Refunds & Bespoke Orders Policy

Last updated: May 2026

At Marbella Decor & Design, each piece is crafted with exceptional care using natural materials. Our bespoke marble tables are individually designed and handmade to your exact specifications. Because of this custom nature, our policy reflects standard practice for made-to-order luxury furniture while remaining fair to both our customers and our skilled artisans.

1. Bespoke & Made-to-Order Items

All custom marble tables are non-returnable and non-refundable once:

  • production has commenced; or

  • the final design specifications have been approved in writing.

Why this policy applies

  • Each table is made from unique natural stone slabs with inherent variation.

  • Production involves specialist craftsmanship and the finished piece cannot be resold.

  • Materials are cut and finished specifically to your chosen measurements and design.

Your rights during the process

  • You may cancel before production begins for a full refund of any deposit paid.

  • You will receive final design renders or photos for approval before production.

  • You may request changes during the approval stage.

2. Damage or Defects Upon Delivery

If your table arrives damaged in transit or with a manufacturing defect, we will resolve the issue promptly.

Eligible claims include

  • Visible shipping damage, such as cracked marble, bent frames, or scratches.

  • Manufacturing defects present before use.

  • Items that materially differ from the approved specifications.

How to make a claim

  • Notify us within 24 hours of delivery.

  • Provide clear photos of the damage from multiple angles.

  • Do not use, clean, or modify the item.

  • Keep all original packaging for inspection.

Resolution options

At our discretion, we may offer:

  • repair at no cost, for minor issues;

  • replacement with identical or equivalent materials;

  • a full refund if repair or replacement is not feasible.

Return shipping will be arranged by us at no cost to you.

3. Pre-Production Cancellation Policy

Before production begins:

  • you are entitled to a full refund of your deposit or advance payment;

  • no restocking or cancellation fees apply.

Design approval stage

  • You will receive production-ready photos or renders for final approval.

  • You will have 7 days to request changes or cancel.

  • Once the design is approved, the deposit becomes non-refundable.

4. Production & Lead Times

Typical timeline

  • Quote acceptance and 50% deposit: Day 0

  • Design confirmation: 3–5 business days

  • Production: 3–6 weeks, depending on complexity

  • Quality control and packaging: 3–5 business days

  • Delivery: 5–14 business days within the UK/EU

Total lead time

The total lead time is typically 4–8 weeks from deposit.

Possible delays

Delays may occur due to:

  • stone availability;

  • custom metalwork;

  • public holidays;

  • courier scheduling.

We will provide production updates at key milestones.

5. Delivery Policy

UK and EU delivery is quoted individually based on table size, weight, and postcode.

Customer responsibilities

  • Ensure clear access for delivery, including doorways, hallways, and stairs.

  • Confirm lift or elevator dimensions where applicable.

  • Provide accurate delivery instructions.

Failed delivery attempts

Any failed delivery attempt due to customer access issues or incorrect instructions may result in rescheduling fees payable by the customer.

6. Payment Terms

Standard payment schedule

  • 50% deposit to commence production.

  • 50% balance due before dispatch.

  • Bespoke projects over £10,000 may require staged payments.

Accepted payment methods

  • Credit or debit card

  • Bank transfer

  • PayPal, for selected orders

No payment is taken until:

  • the design has been fully approved;

  • the production slot has been confirmed.

7. Natural Stone Variation

Marble, granite, and other natural stones contain unique veining, colouration, and texture.

  • No two slabs are identical.

  • Production photos are shown before final approval.

  • Slight variation from website images should be expected.

  • Colour appearance may vary depending on screen calibration.

We will select slabs that match your approved sample or reference as closely as possible.

8. Warranty

We offer a 2-year structural warranty covering:

  • frame failure;

  • manufacturing defects;

  • workmanship issues.

Warranty exclusions

This warranty does not cover:

  • normal wear and tear;

  • surface marks from use;

  • improper cleaning;

  • commercial use;

  • modifications made after delivery.

Cleaning instructions

  • Use only a pH-neutral cleaner.

  • Avoid acidic substances such as lemon or vinegar.

  • Use coasters under hot items.

  • Wipe spills immediately.

9. Contact Us

For returns, damage claims, or any issues, please contact us:

Email: hello@marbelladd.com
WhatsApp: +359 87 9606986
Response time: Within 24 hours

Please include:

  • order number;

  • delivery date;

  • clear photos;

  • detailed description of the issue.

10. Changes to This Policy

We may update this policy from time to time. The version displayed on our website at the time of purchase will apply to your order.

Questions about your specific order? Contact us directly — we are here to help make your table perfect.